Returns & Exchanges (U.S. Customers Only) – STONE AND STRAND

Assistance

We've answered your most common questions below.

If your question isn't here, please email care@stoneandstrand.com and we'll reply within 48 hours.

Returns & Exchanges (U.S. Customers Only)

Our Policy

From the date your order arrives at your door, we offer 100 days to receive a return. If you decide your purchase is not right for you, you can start your return from the Order History section of your customer account or by using the link below:

INITIATE A RETURN

To be eligible for a return, the item must be:

Unworn
Returned with the original security tag still attached
Sent back with all original packaging [including authenticity card and diamond certification if relevant to your purchase]
If an item is not shipped back within 30 days of initiating a return, the return will be cancelled and the label will no longer be valid

There is a $12.50 return fee for refunds to the original payment method. If you choose to receive a STONE AND STRAND shopping credit, the return fee is reduced to $5.

Returns sent back without a label provided by us, or not initiated through our Returns Center, will not be accepted. This policy is designed to ensure the security of your package.

If we receive a return package that has not been damaged in transit yet is missing the jewelry you had intended to return, we will require a police report to be filed for insurance reasons before proceeding with a refund. Please note that valid ID and additional documentation will also be required in this situation.

Exclusions

We are unable to accept returns or exchanges for the following:

Final Sale Items: Any piece marked as final sale on the product page or purchased at a discount of 50% or greater
Third-Party Vendors: We cannot accept returns or exchanges for items not purchased directly through STONE AND STRAND
Order Number Requirement: We are unable to process any returns or exchanges without the original order number
Worn Items: Items that show visible signs of wear or are missing the security tag will only be accepted at our discretion, refunded as store credit only, and subject to a 20% or greater restocking fee
Personalized Jewelry: This includes custom, engraved, or monogrammed pieces
Made-to-Order Jewelry: Custom or made-to-order pieces are final sale
Piercing Earrings: All piercing earrings purchased online or in-store are final sale
International customers: We cannot offer any returns or exchanges initiated and shipped from outside of the U.S.

Items not eligible for return are marked as final sale on the product page.

Exchanges

We are only able to offer exchanges in the following situations:

Same Item, Different Size or Metal Color - Complimentary exchange available when the same item is in stock and the selling price has not changed
Gifts Purchased Through Our Website or Boutique - Complimentary exchange for a different size or metal color

If the requested size is more expensive, the customer is responsible for paying the difference
Exchanges for a new item will be processed as store credit and the new style can be purchased with credit received.

If your exchange request is not because of one of the two reasons listed above, please initiate a return and place a new order. We will issue your refund as store credit when the item has been received and inspected.

Please note:

We are not able to exchange final sale items, including for size or metal color
Please use our returns and repair center at the link below to initiate your exchange
Item must be received unworn with security tags attached and with all the original packaging

INITIATE AN EXCHANGE

Gift Returns

If you received a STONE AND STRAND item as a gift and would like to return it, we are happy to offer:

A store gift card for the value of the item
An exchange for a different size or metal color, when available
Final sale gifts are not eligible for exchange or return

Price Adjustments

If an item you purchased goes on sale within 7 days of your order date, we will honor a one-time price adjustment. Please reach out with your order number to request a refund for the difference.

In-Store Returns

Our SoHo, NYC store accepts returns, exchanges, and repairs for online purchases. Please note that these are handled in the same way as an online return, but we can assist with filling out the required information in our system.

Processing Time

Returns typically take 1 to 2 weeks to process. Depending on your credit card provider, it may take an additional 5 to 10 business days for the refund to appear on your statement.

Please note that any original outbound shipping charges are not refunded.

We're proud to offer an extended return period. To maintain this policy, we monitor customer return activity. Continued excessive returns may result in future orders being refused at our discretion.

Frequently Asked Questions

Do you offer price adjustments?

If an item you purchased goes on sale within 7 days of your order date, we will honor a one-time price adjustment. Please reach out via email care@stoneandstrand.com with your order number to request a refund for the difference.

Do you offer returns for international orders?

At this time, we do not offer returns or exchanges for international customers.

What should I do if my item arrives damaged?

If your order arrives broken or damaged, please contact our Customer Experience team as soon as possible at care@stoneandstrand.com with your order number and a photo of the issue. We’ll be happy to assist with a complimentary replacement.

Do you offer extended returns during the holidays?

We do not offer a separate holiday return window. However, our 100-day return period applies year-round and is designed to accommodate gifting occasions.

Can I return welded or engraved jewelry?

Returns are not applicable for welded or engraved jewelry. All welded and engraved pieces are considered final sale due to their permanent and customized nature.

www.stoneandstrand.com